Job Description
IT Service Desk Technician Location -Kilkenny. Key Elements of the Role Provide client support and technical issue resolution to all IT users/employees. Support includes desktop applications, mobile devices, collaboration and productivity infrastructure via multi-channel support (phone, email, desk side, IM etc.) Hardware build activities and software deployment for standard builds Technology support e.g. Outlook, Skype, SharePoint, Yammer, Browsers etc. Mobility support e.g. VPN, Mobile phones, Concur etc. Network support identifying where issues exist Print management. Telephony support. Assist in User Administration; oversee the administration of Global Active Directory of the companys global network. Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support. Create knowledge documentation and share information with the team at the Global Service Desk. Liaise with 3rd level support groups and Business Unit IT personnel on escalations and service delivery. Adhering to client operational procedures and conducting daily checks. Liaise with external third party Service Providers. Register user support calls in the Call Management System Ivanti. Ensure that Ivanti tickets are kept up-to-date and accurate and ensure that all notes and associated information relating to calls are added to the system in an appropriate manner. Conduct follow-ups to ensure problem resolution and/or service requests are completed to user satisfaction. Requirements Qualifications Degree in IT or relevant work experience MCP/MCSE /ITIL Foundation would be advantageous but not necessary Skills & Experience Focused on and driven to provide the highest quality of customer service and ability to adapt language and style to audience. Previous customer service role/technical support role advantageous. Highly developed spoken and written communication skills. Flexibility to cover opposite shift patterns, daytime only, Monday to Friday. Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks. Ability to prioritise work tasks and work to service level agreements. Creative and effective problem solving skills. Ability to remain calm under pressure. Eager to self-learn. Competencies The energy, enthusiasm and drive to make it happen. A team player who has the ability to motivate others, making it fun while getting the job done. Adaptable and flexible in approach to work. Looks beyond the obvious and does not stop at the first answers. Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better. Demonstrates responsibility for own continuing development of skills for knowledge and information management in the context of work. Recognises that reflecting on experiences can help develop new insights which can improve own performance and help others to benefit from their experience through knowledge sharing. Candidates should hold appropriate RTWs for Ireland i.e. Stamp1G, Stamp 4, Irish/British/EU passport. For more information please apply here or contactAgnes Reena/Contact: eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent apply all relevant Data Protection laws when processing your Personal Data. If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent. Ref: EET6260 '' Skills: desktop Active Directory Network support Benefits: Work From Home